We operate a modern mail, parcels and e-commerce network in the Benelux, globally through Spring, and continue to grow in Italy and Germany. And with our loyal workforce of approximately 46,000 people, our extensive networks and innovative drive, we are ideally placed to realise our ambition of being the leading postal and logistic solutions provider in our chosen markets.
The essential link for our customers
Our customers are an important driver in everything we do: from introducing innovative services, building a new digital platform, or creating one customer experience throughout the company. We provide our customers with reliable, trustworthy services and control over their deliveries, making their lives as easy as possible, whether they are major e-tailers or consumers. We value our customers, and our customers value us, which is reflected in our increased customer satisfaction score of 87 percent in 2016.
A people company that cares for everyone
If it were not for our people, there would be no PostNL. Our people make the difference. We have created a work environment in which our employees feel safe and at home. We create this environment by focusing on engaged people, a diverse and inclusive workforce, and sustainable employability. We use our unique presence on every street to contribute to a more vital and social society and look for opportunities to reduce our environmental impact using cleaner vehicles and investing in solar panels. That is how we contribute to a sustainable future, for our company, for society, and for the people who work for and with us.
The number-one network connecting the world
Our networks have always kept pace with the changing needs of society, enabling us to find the most efficient route for every mail item or parcel. We continue to invest in our networks, nationally and internationally, offering innovative solutions and delivering wherever, whenever and however the customer wants.
And as well as delivering mail and parcels, we also offer a broad array of services, such as direct marketing, fulfilment, and installation services. Through our international networks we connect local businesses to a global consumer base. By offering innovative solutions, we make our customers lives’ easier.
Bringing our core values to life
At PostNL, our culture is built upon three core values: connected, passionate, and inventive. These values guide us in how we treat our customers, how we conduct our business, and how we behave towards one another.
Connected every day
With delivering mail and parcels our core business, making connections is what we do. This also means remaining connected to our millions of customers, getting to know their needs and wishes, and being able to provide them with relevant solutions and personal services.
Remaining close to our customers takes on many shapes and forms across the company. For instance, we offer customers the possibility to connect with us wherever, whenever and however it suits them best, from a quick Twitter conversation to collaborating closely to realise new logistics solutions. Read more in our Close to the customer story.
Passionate every day
Our people are passionate about what they do, and this is key to realising our ambitions. In 2016, we launched a number of initiatives in which that passion is visible. For example, we began participating in ‘Report isolation', a network through which the Municipality of Rotterdam tries to track down people who may be in danger of becoming socially isolated. Our mail deliverers can use their My Work app to raise an alert, for instance when we do not see signs of life at a certain address, or of the mail piles up behind the front door. Based on these signs, the Municipality of Rotterdam can then take care of the person involved. Read more about this project.
Inventive every day
Our inventive people provide our customers with cutting-edge solutions. We stimulate innovation throughout the company in a number of ways. One example is the annual ’My idea, Your Idea’ competition, which challenges employees across PostNL to come up with ideas that can help the company grow and innovate. One recent winning example is the Parcel- and letter locker, which we began piloting in 2016. As well as sending mail and parcels, customers can also receive parcels through a locker accessible by scanning a personal barcode on their smartphone. Read more about this innovative solution.